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Frequently asked questions about selling COD in Morocco

The questions Moroccan COD sellers actually ask: getting started, products, confirmation, delivery, returns, profit and withdrawals — answered directly.

The essentials

What is it?
A question-and-answer page about selling cash on delivery in Morocco and about using CODFamilia. The questions are the ones sellers really ask, in the order they come up: how to start first, how to get paid last.
Who is it for?
Sellers starting out who want to know what they are committing to, working sellers looking for a precise answer on one case, and end customers wondering how a cash-on-delivery parcel works.
How does it work?
Every answer stands alone: it reads on its own, without the previous one. Where a subject deserves more than a few lines, the answer says so and points to the page that covers it in full — pricing, delivery, returns, the glossary.
What is it for?
Because most of a COD seller's questions have a short factual answer, and there is no point reading a full guide to find out who pays the return fee or when profit is credited.
How do you use it?
Read the list in theme order, or search the page for the word you care about. For vocabulary — lead, delivery note, delivery rate, upsell — the glossary defines each term with its French, Arabic and Darija variants.

This page collects the questions most often asked by cash-on-delivery sellers in Morocco, ordered from getting started through to withdrawing profit, with a short answer to each.

How to use this page

The questions are ordered the way they arrive in a seller's life: getting started, choosing a product, handling orders, getting them delivered, getting paid, and knowing who to talk to when something jams. If you are after one precise answer, searching the page for the word is quickest.

The answers are deliberately short. Where a subject needs a real explanation, the answer points to the page that handles it: the pricing page for the detail of the fees, the delivery page for a parcel's journey, the returns page for what a failure costs, the glossary for the vocabulary.

Three things worth knowing before all the rest

First, cash on delivery shifts the risk onto the seller. The customer pays nothing when ordering and loses nothing by refusing; it is the seller who has already paid for the advertising, the confirmation and the delivery. That is the price of receiving orders from buyers who would never have paid up front.

Second, the money arrives after the sale, not during it. Several days pass between the customer paying the courier and the sum becoming usable. A seller who ignores that gap runs out of cash while the figures still look good.

Third, what decides profitability is not the number of orders but the share actually delivered and paid for. That is why the confirmation call exists, and why it is the best investment in the whole chain.

Getting started

This first set is about entering the trade: what you need, what you have to pay, and what can be tried before committing. The short answer behind all of them: the platform asks for nothing in advance, but the business does, because advertising is paid before the first sale.

Products and catalogue

Choosing a product has more effect on the result than anything else, and is the hardest thing to advise on from outside. The questions below cover what is verifiable: how a catalogue product works, what happens when several sellers promote it, and the two ways of getting a line that is not in the catalogue.

Orders and confirmation

Between an order arriving and a parcel leaving there is a phone call, and that is where nearly everything is decided. These questions cover the move from lead to order, who makes the call, and what can still be fixed before dispatch.

Delivery and returns

Delivery is the only step a seller does not control, and the one whose failures they pay for directly. These questions cover the cities served, lead times, what a refusal costs, and what an end customer can look up for themselves.

Money and payments

The CODFamilia pricing model has no percentage in it: no subscription and no commission on revenue. What applies are per-unit fees, deducted order by order. These questions explain the calculation, when profit is credited and when it can be withdrawn.

Account and support

The last set: how to get help on a specific case, what your account's public ID is for, and how to connect an existing store or tool to the platform.

All the questions, by theme

How do I start selling?
You need an account, a product chosen from the catalogue, a selling price worked out with the fees in it, and a way of receiving orders — a store, a social page or advertising. Orders then land in your account as leads, and the rest of the chain is handled: the call, the packing, the dispatch, the cash collection.
Do I need money to start?
Nothing is payable to the platform: no subscription, no account opening fee, no stock to buy. But the business does need money, and that should be said plainly: advertising is paid before the first sale, and the confirmation and delivery fees are incurred before any cash comes in. No starting figure can honestly be quoted, since it depends entirely on your product and your advertising budget.
Can I look around before selling anything?
Yes. An account gives access to the public catalogue with prices and stock, to the dashboard and to the settings, with no obligation to sell and no fee. The academy also offers free online courses on COD selling, some of them open without signing up.
How long until my first sale?
Nobody can promise that, and any figure would be invented. The part that depends on the platform is quick: choosing a product and receiving orders in your account happens the same day. What takes time is finding an offer and an audience that work, and that is entirely down to you.
How do I choose a product?
The public catalogue holds 1 products, each with its price and stock. The useful criteria are a selling price that leaves margin after the fees, a product that can be explained in one sentence on the phone, and a size and weight that do not complicate delivery. No ranking can guarantee that a product will sell.
Can another seller sell the same product as me?
Yes, if the product is in the public catalogue: it is visible to every seller. That is the main drawback of the no-stock model, because several sellers can target the same audience and push up the cost of advertising. There are two remedies: request a private product, assigned to one seller, or submit a sourcing request.
I want to sell a product that is not in the catalogue — is that possible?
Yes, through a sourcing request: you flag the product you want to sell and the team looks into stocking it. Allow some time, since the goods have to arrive physically in Morocco before they can be sold on cash on delivery.
Can I sell my own products?
Yes. A seller who owns goods can have them managed as stock on the platform: inventory, packing at the hub, dispatch and profit calculation work as they do for a catalogue product. The margin on the goods is entirely yours — and so is the risk on those goods.
What is a lead, and when does it become an order?
A lead is an intention to buy: a form filled in, a message, a row imported from a spreadsheet. It is not yet a sale. It becomes an order once a call has confirmed the item, the quantity, the total price and the address, and the customer has said yes.
Do you call my customers, or do I?
By default the confirmation team calls, and the confirmation fee of 10,00 MAD applies once per order. A seller can also ask to confirm their own leads: in that case no confirmation fee applies, but the call, the callback and the note are their work.
The customer is not answering the phone — what happens?
The lead stays pending and a callback is scheduled for another time; a lead is locked to a single agent during a call so that nobody is called twice. A customer who cannot be reached should not be dispatched to blindly: a parcel sent without confirmation comes back far more often.
What is a damaged lead?
A lead that arrived incomplete or malformed: a nine-digit phone number, an unreadable city, a product matching no line in the catalogue. It is set aside in its own list to be corrected rather than lost, because a lead paid for in advertising and thrown away over a typo is an avoidable loss.
Can I change an order after it has been confirmed?
Before dispatch, yes: correcting the item, the quantity, the address or the total is precisely what the call is for. After dispatch, no: the amount to collect is printed on the parcel and the courier is not authorised to recalculate it. The only clean route then is to let the parcel come back and place a corrected order.
Do you deliver to my city?
CODFamilia currently delivers to 65 Moroccan cities, each with its own delivery fee. The full up-to-date list, with the fee city by city, is on the delivery cities page. A city must exist in the carrier's reference list before a parcel can be created for it.
How long does delivery take?
It depends on the city and how often it is served: a large conurbation served daily is delivered to markedly faster than a small town served by rounds. No lead time is guaranteed parcel by parcel, which is why it is better to quote the customer a range than a specific date.
The customer refused the parcel — what do I pay?
The delivery fee, which remains due even with no delivery, plus a return fee. Return fees are configured separately for two cases: the customer saw the product and refused it, or the customer could not be reached. The product itself is not lost: it goes back into stock and can be sold again.
My customer is asking where their parcel is — what do I tell them?
Give them the public tracking link: the end customer has no account and checks the state of their parcel without creating one. For a manual search they need both their reference and their phone number, so that a guessed reference does not expose somebody else's order.
What commission do you take on my sales?
None. There is no percentage commission on revenue on CODFamilia, and no subscription. What is deducted from the amount collected from the customer is the product price, the confirmation fee of 10,00 MAD and the city's delivery fee — three amounts known before dispatch.
How do I work out my profit?
Profit = total paid by the customer − CODFamilia product price − confirmation fee − delivery fee. There is no fifth term and none of the four is a percentage. The full term-by-term calculation is on the pricing page.
When do I get my money?
An order's profit is worked out and credited to your wallet as soon as the order is marked 'delivered'. The 'paid' status later records that the carrier has actually remitted the funds. You then request a withdrawal above a minimum amount and receive a supporting document for the payment.
Can I be paid before my orders are delivered?
Partly, through an advance against profit: it covers the profit of orders already dispatched but not yet delivered, capped as a percentage of those profits, and is then deducted from future profits. It is an anticipation rather than a loan, and it does not remove the risk of an order coming back.
I have a problem with an order — who do I talk to?
Open a ticket from your account, under help and support: that is the right route for anything about a specific order, because the team can see the order record while reading your message. Every seller also has an account manager who follows their activity.
What is my public ID in the form XXXX-XXXX?
It is your account's identifier, two groups of four characters separated by a hyphen. It identifies you to support and on payments. Quoting it when you open a ticket saves one round of messages.
Can I connect my online store to the platform?
Yes, in several ways: a YouCan store connection, an order import from Google Sheets, webhooks, and a REST API with keys. A Shopify or custom store can send its orders through the API or a webhook. Each method is detailed on the integration pages.

Also worth reading

A question that is not here?

The glossary defines the terms of the trade, and a ticket from your account is the fastest route for a particular case: the team can see the order you are talking about.

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